CA2423906C - Systeme et procede pour faciliter un service clientele a distance - Google Patents

Systeme et procede pour faciliter un service clientele a distance Download PDF

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Publication number
CA2423906C
CA2423906C CA002423906A CA2423906A CA2423906C CA 2423906 C CA2423906 C CA 2423906C CA 002423906 A CA002423906 A CA 002423906A CA 2423906 A CA2423906 A CA 2423906A CA 2423906 C CA2423906 C CA 2423906C
Authority
CA
Canada
Prior art keywords
customer
operator
operators
communicated
previously
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Fee Related
Application number
CA002423906A
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English (en)
Other versions
CA2423906A1 (fr
Inventor
Sung Bae
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
HELPCASTER TECHNOLOGIES Inc
Original Assignee
HELPCASTER TECHNOLOGIES Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by HELPCASTER TECHNOLOGIES Inc filed Critical HELPCASTER TECHNOLOGIES Inc
Publication of CA2423906A1 publication Critical patent/CA2423906A1/fr
Application granted granted Critical
Publication of CA2423906C publication Critical patent/CA2423906C/fr
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer And Data Communications (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention concerne un dispositif et un système permettant d'assurer un service clientèle sur Internet, par commande d'explorateur à distance, communication textuelle et liaison audio bidirectionnelle/vidéo unidirectionnelle. Un utilisateur se trouvant à une station de travail de client accède au système par l'intermédiaire d'un réseau, tel qu'Internet. L'utilisateur est ensuite identifié par un gestionnaire de file d'attente. Ce gestionnaire de file d'attente demande à une base de données clients de déterminer quels opérateurs ont précédemment été en communication avec l'utilisateur et la nature des informations précédemment demandées. Le gestionnaire de file d'attente connecte alors l'utilisateur à des opérateurs avec lesquels il a précédemment été en communication. L'utilisateur communique avec les opérateurs en envoyant des informations au moyen de texte, d'audio et/ou vidéo. Généralement, l'émission de signaux vidéo est unidirectionnelle, depuis l'opérateur en direction du client. Lors du temps mort, lorsque l'utilisateur attend un opérateur, le gestionnaire de file d'attente envoie des informations à l'utilisateur sous forme de texte, d'audio et/ou de vidéo relatifs aux informations que l'utilisateur a précédemment demandées. L'appel peut également être transféré d'un opérateur à un autre sur le réseau de données.
CA002423906A 2000-09-28 2001-09-27 Systeme et procede pour faciliter un service clientele a distance Expired - Fee Related CA2423906C (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/671,680 2000-09-28
US09/671,680 US6801619B1 (en) 2000-09-28 2000-09-28 Device and system to facilitate remote customer-service
PCT/CA2001/001370 WO2002028070A2 (fr) 2000-09-28 2001-09-27 Systeme et procede pour faciliter un service clientele a distance

Publications (2)

Publication Number Publication Date
CA2423906A1 CA2423906A1 (fr) 2002-04-04
CA2423906C true CA2423906C (fr) 2009-01-27

Family

ID=24695487

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002423906A Expired - Fee Related CA2423906C (fr) 2000-09-28 2001-09-27 Systeme et procede pour faciliter un service clientele a distance

Country Status (5)

Country Link
US (2) US6801619B1 (fr)
EP (1) EP1329089A2 (fr)
AU (1) AU2001293576A1 (fr)
CA (1) CA2423906C (fr)
WO (1) WO2002028070A2 (fr)

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US7058565B2 (en) * 2001-12-17 2006-06-06 International Business Machines Corporation Employing speech recognition and key words to improve customer service
US6915246B2 (en) * 2001-12-17 2005-07-05 International Business Machines Corporation Employing speech recognition and capturing customer speech to improve customer service
US20070061472A1 (en) * 2001-12-19 2007-03-15 Chen Li Identifier management in message transmission system
US20030115153A1 (en) * 2001-12-19 2003-06-19 Chen Li Identifier management in message transmission system
US7212625B1 (en) * 2001-12-20 2007-05-01 Nortel Networks Limited System and method for presenting queue lengths of various media used by service centers
US7634531B2 (en) * 2002-01-23 2009-12-15 Ali Abdolsalehi Interactive internet browser based media broadcast
KR100402094B1 (ko) * 2002-11-22 2003-10-17 알서포트 주식회사 웹과 아이콘을 이용한 원격제어 시스템
US7418095B2 (en) 2003-03-06 2008-08-26 At&T Knowledge Ventures, L.P. System and method for providing caller activities while in queue
US7050566B2 (en) * 2003-06-13 2006-05-23 Assurant, Inc. Call processing system
US20050027573A1 (en) * 2003-07-28 2005-02-03 Assaf Silberstein System architecture and a method for customer flow management
US20050259653A1 (en) * 2003-07-28 2005-11-24 Q-Nomy Inc. System architecture and method for customer flow management
CA2552706A1 (fr) 2003-12-29 2005-07-28 Grape Technology Group, Inc Systeme et procede de traitement et de routage d'appels entrants pour systeme d'assistance a la communication
US7814016B2 (en) * 2004-06-30 2010-10-12 Ugenius Ip Holdings, Llc Personal teller system and method of remote interactive and personalized banking
US20060250978A1 (en) * 2005-05-05 2006-11-09 Cim, Ltd. C/O Golden Gate Private Equity, Inc. Personal communication interaction manager
CN1937678A (zh) * 2006-09-27 2007-03-28 华为技术有限公司 一种实现呼叫转移的方法及系统
US20080228927A1 (en) * 2007-03-15 2008-09-18 Microsoft Corporation Server directed browsing
US8873733B1 (en) * 2007-06-08 2014-10-28 West Corporation Real-time feedback of survey results
US8804941B2 (en) 2007-07-13 2014-08-12 Plumchoice, Inc. Systems and methods for hybrid delivery of remote and local technical support via a centralized service
CA2693595A1 (fr) 2007-07-13 2009-01-22 Plumchoice, Inc. Systemes et procedes pour distribuer un support technique eloigne via un service centralise
US8666056B2 (en) 2007-12-28 2014-03-04 Genesys Telecommunications Laboratories, Inc. System for facilitating loosely configured service worker groups in a dynamic call center environment
CN101340494B (zh) * 2008-07-29 2011-03-16 华为技术有限公司 一种呼叫中心的通告方法及系统
US9454736B2 (en) * 2009-03-30 2016-09-27 Q-Nomy Inc. System and method for queue management
US8731180B2 (en) * 2010-04-27 2014-05-20 Bank Of America Corporation Video collaboration call center queuing
US8718272B2 (en) * 2011-03-01 2014-05-06 Verizon Patent And Licensing Inc. Contact center routing
CN102592231A (zh) * 2011-12-12 2012-07-18 廖文瑾 异地互动会晤平台
US9754320B2 (en) 2012-10-15 2017-09-05 Bank Of America Corporation Providing a record of an interactive conference
US9508058B2 (en) 2012-10-15 2016-11-29 Bank Of America Corporation System providing an interactive conference
CN103903198A (zh) * 2012-12-27 2014-07-02 沈逸君 连锁休闲餐饮企业升级技术方案
TW201447597A (zh) * 2013-06-04 2014-12-16 Dynalab Singapore Co Ltd 遠端協助使用者設定工具程式之方法
US20160104180A1 (en) * 2014-10-14 2016-04-14 Bernard Desautels Real-time performance monitoring and improvement technology with tiered access
CN109246819B (zh) * 2017-05-24 2021-05-11 华为技术有限公司 一种通信方法和装置
US10360733B2 (en) 2017-06-20 2019-07-23 Bank Of America Corporation System controlled augmented resource facility
US10574662B2 (en) 2017-06-20 2020-02-25 Bank Of America Corporation System for authentication of a user based on multi-factor passively acquired data
US11811972B2 (en) * 2021-07-28 2023-11-07 Zoom Video Communications, Inc. Group handling of calls for large call queues

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US5537470A (en) * 1994-04-06 1996-07-16 At&T Corp. Method and apparatus for handling in-bound telemarketing calls
US5873032A (en) * 1994-04-28 1999-02-16 Metro One Telecommunications, Inc. Method and system for providing directory assistance services during attempt to complete customer or after call termination via an alphanumeric page
US5797092A (en) * 1994-04-28 1998-08-18 Metro One Telecommunications, Inc. Method for monitoring the connection between the subscriber and the destination telephone and providing directory assistance upon detection of predetermined tone
US6064730A (en) * 1996-06-18 2000-05-16 Lucent Technologies Inc. Customer-self routing call center
US6081592A (en) 1996-08-06 2000-06-27 Battle; Calvin W. Automatic call-work director
US6263066B1 (en) 1997-02-06 2001-07-17 Genesys Telecommunications Laboratories, Inc. Multimedia managing and prioritized queuing system integrated with intelligent routing capability
US6046762A (en) 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US6016336A (en) 1997-11-18 2000-01-18 At&T Corp Interactive voice response system with call trainable routing
GB9802547D0 (en) 1998-02-05 1998-04-01 British Telecomm Call centre
US6157655A (en) 1998-02-17 2000-12-05 Genesys Telecommunications Laboratories, Inc. Method for estimating telephony system-queue waiting time in an agent level routing environment
US6744877B1 (en) 1999-03-08 2004-06-01 Avaya Technology Corp. Method and system for enterprise service balancing

Also Published As

Publication number Publication date
WO2002028070A3 (fr) 2003-03-13
EP1329089A2 (fr) 2003-07-23
AU2001293576A1 (en) 2002-04-08
US20050100160A1 (en) 2005-05-12
US6801619B1 (en) 2004-10-05
WO2002028070A2 (fr) 2002-04-04
CA2423906A1 (fr) 2002-04-04

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Effective date: 20140929